By ITIL® from Experience©
Once in a while you come across a book you know was written from experience. Spinning Up ServiceNow is one of those books for IT Service Management (ITSM). The first part of the book should be mandatory reading for every ITSM professional regardless of the tool they work with.
Well-structured and easy to read, the book brings to light the challenges and technology pitfalls encountered when implementing ServiceNow1 in an organization that relied heavily on emails to manage their IT incidents and service requests. Kahlout does a nice job of discussing ServiceNow from a technology perspective without going too deep into the guts and code of that Service Management tool. As a result, each topic is easily transferable to any ITSM tool.
This book provides good ideas to improve ticket processing whether you are a ServiceNow customer or not. It would greatly benefit anyone in charge of their first ITSM tool implementation as it delivers a list of issues the project will encounter. Tool issues like: ticket assignment and collaboration between groups, who can view ticket information, vendor access and reducing administrative overhead by integrating it to Active Directory. It also provides insight to avoid tool administration blunders such as creating spam and clearly defines the difference between configuration, customization, business rules and scripts.
To sum up: ServiceNow should add it to their product documentation and call it: "Start Here!"
Published on: 2017-04-22
Last updated on: 2017-04-25
"Each implementation is like a fingerprint, unique to each organization, and should be designed in consultation with the stakeholders, the external facilitator, and prior experience on what has worked and not worked in past implementation rollouts." Parmenter, David (2010) Key Performance Indicators (KPI): Developing, Implementing, and Using Winning KPIs, p. 62
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